If you experience any issues with PGP, please report them to the help desk, AskIT, by email at AskIT@uab.edu" target="_blank">AskIT@uab.edu, or by phone at 205-996-5555. Please be sure to provide the following information:

Issue/symptoms

Error messages

Computer make and model

Internet connection type

PGP installer version

Estimated time of occurrence (if possible)

Common Solutions to Installation Issues

Verify that you are an administrator of the system on which you are attempting to install PGP.

Open your web browser and ensure that you have Internet connectivity by opening a website.

Be sure that you have a current installation package for PGP Desktop. Visit www.uab.edu/it/software for the latest installation files.

Ensure that you are using your BlazerID and strong password for the PGP Enrollment credentials.

Common Solutions to Password Related Issues

Verify that Caps Lock is not on while authenticating.

If you recently changed your account password, you may have to provide the old password until you log in to the system with your new password.

If the previously mentioned steps do not resolve your issue, you should call the AskIT Help Desk to request a PGP recovery token for the system or portable device. A recovery token is a one-time password that will allow you to bypass PGP, but it will not bypass the operating system password; you are still required to log in.

Common Solutions to Boot/Startup Related Issues

Ensure that a keyboard is connected to the system. Systems such as tablets without physical keyboards will not be able to authenticate on the PGP boot screen.

Remove any CDs, DVDs or USB drives from the system. Many of these devices have features that allow them to start before the system hard drive.

Does the system have multiple operating systems or Dell Media Direct? If so, then you will need to contact your support personnel to assist you with the recovery of your hard drive. Please note that PGP should never be installed on systems with multiple operating systems, as it will render the system inoperable.

Sponsors and guests can set up guest user accounts to access a myriad of UAB systems and services

Online Learning/Blackboard Course changes

Request that courses in the Academic Institute be updated - courses can be cross listed; opened or closed; assigned instructors, designers or teacher's assistants; or have previous content imported to them - https://www.uab.edu/it/instech/auth/acad_form.html

Information Security

To report any incident to UAB Data Security that involves violations of UAB IT-related policies or involving UAB data or computer systems -https://silo.dso.uab.edu/incident/

UAB has contracted with DriveSavers to provide data recovery services for the UABcommunity. DriveSavers is the only data recovery company in the industry that undergoesannual SAS 70 Type II Audit Reports and is HIPAA compliant, offering the highest level of datasecurity available. DriveSavers is also compliant with FAR 52.224-2 (Privacy Act), ISO 17799,Sarbanes-Oxley Act of 2002 (SOX), the US government Data-At-Rest (DAR) mandate, theGramm-Leach-Bliley Act (GLBA) and the new regulation by National Institute of Standards andTechnology, NIST SP 800.34 (Rev. 1).

Designate appropriate individuals with system administration responsibilities, ensuring that their role in securing the system is defined in their job description, and that they are trained in administration and security of the system.

Ensure adherence to UAB guidelines and procedures for protecting data as found in IT Security Practices.

Ensure that risk assessments are performed (including disaster recovery plans, backup and contingency plans) as required by HIPAA for all PHI. Risk assessment is recommended for all other sensitive or mission critical data.

Ensure that documentation of data resources created, used, or stored within their area of control is maintained.

Ensure that the department/unit follows procedures to mitigate all identified compromises or identified data security threats.

Ensure that actual or suspected data security breaches, especially when involving sensitive data, are reported to the Data Security Office immediately and that any recommended corrective action is implemented.

Ensure that non-UAB entities or contracted third party vendors handle data in accordance with UAB policies and procedures.

UAB Campus Email Service Description

For faculty and staff, UAB has deployed Microsoft Exchange, a messaging and collaboration software product, as its campus email system. This service has been designed for high availability, performance, security, and growth. Extensive database redundancy, and off-site disaster recovery, minimizes downtime during failures or scheduled maintenance.

The system features email, calendaring, contact, and task management functions. Additionally, UAB campus directory information can be accessed from within the system’s Global Address List (GAL) to facilitate contact with other users across the institution. Spam filtering, anti-virus protection, and data encryption are included to mitigate risks.

Email Service Support and Access

The service is available 24 hours a day, 7 days a week for all students, faculty, and staff. End user support assistance is available by contacting AskIT at 996-5555 or askit@uab.edu within their normal working hours. Limited after-hours support is available for emergency situations impacting multiple users.

To setup a new email account, please visit www.uab.edu/blazerid, select “Get a UAB E-mail Account” from the links on the left side of the page, log in, and follow the appropriate instructions.

The email service can be accessed from a web browser by visiting https://mail.ad.uab.edu. In addition to the web interface, users may access the service using an email client such as Outlook or by using an appropriately configured mobile device. Supported mobile devices include most iPhone, iPad, Blackberry, Windows Mobile, and Android devices.

Staff and Faculty may request email archive support for email storage beyond 5 GB. All attachments are limited to 30 MB in size. Larger files should be transferred using the UAB Drop Box: http://dropbox.dpo.uab.edu

For any questions or concerns about accessing the system or for assistance in configuring a supported email client, please contact AskIT at 996-5555 or askit@uab.edu.

Technical Details for Email Access

The email service may be accessed using any properly configured client that relies on POP or IMAP. The latest version of most web browsers may also be used as well as ActiveSync mobile devices. Please note that any device or email client using one these methods to connect with the system must support the use of SSL encryption.